Helpline Support Worker and Helpline Support Volunteers

Muslim Women’s Network UK (MWNUK)

When submitting your application, please specify which role you are applying to.

MWNUK is now hiring Helpline Support Workers and Helpline Support Volunteers. This is a fantastic opportunity to join our growing helpline team. Full training will be provided so it is a great opportunity for someone looking to work part time or volunteer and give back to the community. We are looking to hire up to three individuals for the paid positions, and up to four individuals for the volunteering position. If you think you have the passion and drive to make a difference to others, then this is the role for you.  

Please note all roles are office based in Birmingham, UK

About Us:

MWNUK is an award-winning national charity (no. 1155092), with a membership across the UK.  We find out about the lived experiences of Muslim women and girls through research and from our helpline enquiries and use this knowledge to advocate and campaign for equality and social justice. See more on our website: 

About the MWN Helpline:

Our core service is the Muslim Women’s Network (MWN) Helpline. It was set up to offer information, support, guidance, and referrals to Muslim women and girls from diverse ethnic/faith backgrounds who are suffering from, or are at risk of, abuse or facing problems on a range of issues. Although our reach is primarily Muslim women, the helpline accepts calls from and supports women of any faith or no faith, and also men facing problems. The helpline also assists by making onward referrals to organisations that can provide services that are appropriate for helpline users. See more on the MWN Helpline website:

You will be joining a team of incredibly dedicated individuals who have supported over 4500 individuals through the MWN Helpline service. We are looking for experienced and passionate individuals to join our team and really make a difference.

Job Description: Female Helpline Support Worker

Salary: £20,253 (pro rata) - (N.B. full working week is 37 hours)

Hours: Part time hours 0.5 - 2 days (9:15 -16:45) (office based role)

Location: First Floor, 1192 Stratford Road, Birmingham, B28 8AB

Job Type: Contract - 12 months 

Deadline for Applications: 9am Wednesday 5th July 2023 

Interviews: WC 17th July 2023 (paid role) 

Start Date: Monday 31st July 2023

Role Description: Female Helpline Support Volunteer

Salary: N/A

Hours: Part-time (Morning Shift 9:15 – 13:15; Afternoon Shift 13:15 – 16:45) (office based role)

Location: First Floor, 1192 Stratford Road, Birmingham, B28 8AB

Job Type: Volunteer

Deadline for Applications: 9am Wednesday 5th July 2023

Interviews: WC 24th July 2023 (volunteer role)

Start Date: Monday 31st July 2023

Training Due to the variety of enquiries we receive and their sensitive nature, the first month of your role will involve specialised training.  You will be required to attend 4 mornings in the first and second week, then 3 mornings for 1 week, commencing on Monday 31st July 2023. The provisional dates are as follows, July 31st, August 1st, 2nd, 3rd, 8th, 9th, 10th, 11th, 15th, 16th, 17th

Purpose of the Role

Our core service is the Muslim Women’s Network (MWN) Helpline which provides a national, bespoke, faith and culturally sensitive service that is confidential and non-judgmental. It was set up to offer information, support, guidance, and referrals to Asian and Muslim women and girls from diverse ethnic/faith backgrounds, who are suffering from/at risk of abuse or facing problems on a range of issues. Although our reach is primarily Muslim women, the helpline will accept calls from and support women of any faith or no faith. Men who are concerned about women and girls can also call the helpline. The helpline also acts as an interface or conduit between victims and services that offer a concrete response to a request for help. See more on the MWN Helpline website

MWNUK are looking for Helpline Support Workers and volunteers to work on the MWN Helpline on a part-time. You will be answering calls, emails, text and webchat supporting service-users on a range of issues, in line with the ethos of MWNUK. You will maintain administration processes e.g., maintaining the helpline database, maintaining website resources, maintaining statistics, and promoting the service.

All responses must be in line with the ethos of MWNUK which protects people from discrimination, harassment and victimisation, according to the Equality Act 2010. The 9 protected characteristics of the Act are: age, disability, gender (reassignment, expression and identity), marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

You may also work on other MWNUK projects, services, and activities related to MWN Helpline issues as required.

Main responsibilities:

  • Providing high level support on the MWN Helpline responding to telephone and electronic enquiries. 

  • Responsible for helpline case management including database inputting. 

  • Keep up-to-date with developments and legislation around the key issues such as forced marriage, violence against women, hate crime, Islamophobia, etc. 

  • Maintain all information in line with confidentiality and data protection (GDPR) policies at all times. 

  • Carrying out administrative duties and support to the Helpline Manager, Director and Trustees. 

  • Attend training as directed.

 Personal Specification 

  An individual with a keen interest in the charity sector and BAMER and Muslim women’s empowerment.

  The ability to work in a non-judgmental and culturally and faith sensitive manner.

  An individual with accurate listening and note-taking skills.

  An individual with an approachable and friendly manner, with solid communication skills.

  Individual with a second language; Urdu/ Arabic/ Punjabi/ Mirpuri/ Pashto/ Bengali/ Gujarati

  Excellent IT skills (word processing, databases, spread sheets, and outlook).

      An individual with experience of engaging with and dealing with problems faced by Muslim women and girls either through a previous job, voluntary role or through helping friends and family.

  Knowledge of key issues affecting Muslim women and girls, including domestic violence, sexual violence, forced marriage, honour-based violence, hate crime, Islamophobia and mental health.

  Proactive, keen, and committed individual.

  High level of professionalism when dealing with internal and external stakeholders.

  Experience of effective teamwork.

  Ability to work independently without supervision in a highly organised manner (paid role)

  Drive and willingness to go above and beyond to provide the best service possible.

  Understanding and adhering to confidentiality, data protection, and maintaining professional boundaries.

  Understanding and knowledge of the Community Sector.

  The ability to work in a positive manner, under tight deadlines. 

Essential: Basic DBS clearance.

Application Process

Stage 1

Please send a CV and cover letter demonstrating your suitability for the role, relevant experience and additional language spoken to by 9am Wednesday 5th July 2023.

Stage 2

Final shortlist of individuals (paid role) will be invited to attend a face-to-face interview WC 17th July 2023; virtual interview (volunteer role) WC 24th July 2023. 

We will be unable to provide feedback at Stage 1 of the application process.

*Please note that in accordance with The Equality Act 2010 (Schedule 9, Part 1, Paragraph 1), this post is open to women only*  

*Please note that in the interests of complying with the legal duties incumbent upon MWNUK as a charitable company, all job applications (successful or otherwise) will be retained for such period of time as deemed necessary and at least for a minimum of six months. Applications will be immediately deleted once it has been determined that its retention is no longer necessary. For further information please refer to our privacy policy:

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